JetPack Plugin Crashing Site to WP-Install Page – Urgent

  • Resolved fgp827

    (@fgp827)


    4 years, 3 months ago

    Hello, I have recently taken over as admin of an unnamed WordPress site. We have had an issue where the website has crashed with the only thing visible is the WP-Install page as though we were trying to set up a new site (very bad since any random visitor could install a new site on top of ours). After a couple of minutes, the site will come back online with everything working correctly. It happened tonight (on 02-Dec-2020 at 04:50:54 UTC) and I was able to catch the errors in the error_log. After reviewing the error log I found that JetPack had caused a massive database error. I believe it is querying the database over its limits (we’ve had this error with the same symptoms with other plugins that were running site backups). Here is part of one of the errors: “WordPress database error User ‘admin_user’ has exceeded the ‘max_questions’ resource (current value: 75000). When this crash happened there was a MASSIVE amount of errors that are recorded, to the tune of over 1200 lines in Notepad in about 2 minutes with over 650 of those being recorded in the first 2 seconds of the crash. From the error log, it looks to me like JetPack might have been trying to run some sort of backup or something although we are not set up or paying for backups. We updated to the latest version of JetPack earlier in the evening so that may have caused it as I could not find a similar error in the error log (debug was turned on the 25th of November, 2020).

    Anyway, we REALLY need this to stop!!! I don’t want to release the full error log on the forum because I don’t have any idea if any confidential info is contained in it. If you happen to be a JetPack support agent, I would be more than happy to send you the full log via email for review.

    Thanks for looking at this question, I really appreciate it!

    • This topic was modified 4 years, 3 months ago by fgp827.
    • This topic was modified 4 years, 3 months ago by fgp827.
    • This topic was modified 4 years, 3 months ago by fgp827.
Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author Jeremy Herve

    (@jeherve)

    Jetpack Mechanic ??

    Sorry to hear about your troubles! Let’s see if we can get this resolved together. Could you send us those logs via this contact form?
    https://jetpack.com/contact-support/?rel=support&hpi=1

    we REALLY need this to stop!!!

    What happens when you deactivate and delete the Jetpack plugin from your site, and then reinstall it from scratch? Do the errors stop when you remove the plugin? Do you start seeing errors in your log appear again as soon as you activate the plugin back?

    Thank you!

    Thread Starter fgp827

    (@fgp827)

    Hello, thank you so much for replying!!! I have sent the log from when the crash started to when it ended. As far as deleting and reinstalling the plugin, it is not currently giving any errors, the crash has happened one time (although given enough time it’ll probably happen again). Since it is not actively erroring I would have no way of knowing if reinstalling it had fixed the problem.

    Let me know if you need anything else.

    Thanks Again!!!

    We’ve received your support request and will follow up with you there. We’re working through a bit of a backlog so I apologize for the delay. Someone will reply in the next few days. Thanks!

Viewing 3 replies - 1 through 3 (of 3 total)
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